Our Complaints Procedure

Our Complaints Policy

We always aim to provide the best possible service, but if something isn't right, we want to know so that we can put it right. This applies to our products, delivery, surveys, installation and service, as well as the conduct of anyone working or delivering for us. This procedure does not affect your statutory rights.

Please contact us as soon as you can by phone on 03330 907890, by email at support@romaverandas.com, or by post to Roma Verandas, 51 Queniborough Road, Queniborough, Leicester, LE7 3DG. Please include your name, contact details, order number and what has gone wrong, along with any photos or messages that may help. Once your installation is complete, please check it and let us know as soon as possible if anything isn't as agreed.

If your concern is about someone's conduct, please tell us directly, ideally within 7 days, including the date, time and who was involved. We will still look into later reports, although they may be harder to investigate. You don't need to raise it with the person concerned. If there is an immediate safety risk, a threat or suspected theft, please call us straight away. In an emergency, or if you suspect a crime, please contact the emergency services or the police first.

What Happens Next

We aim to respond within 5 days and treat any safety concern as a priority. The person handling your request will be your point of contact. If you feel there is a conflict of interest, just ask and we will arrange for someone else to deal with it.

We will review your concerns, speak to those involved and, if needed, arrange a convenient date to inspect the work. We aim to resolve complaints within 28 days. If we need longer, we will write to explain why and tell you when to expect our final response.

Depending on the issue, we may arrange a repair, replacement or remedial work, change who is working on your order, stop using a contractor or raise the matter with a carrier. We will tell you the outcome and anything that affects your order, although we may not be able to share confidential or personal information about others.

If you are not happy with our proposed solution, please tell us why and send any further information. We will review it and confirm our final position in writing. You can also get free, impartial advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.